Customer Success Manager, Industries

Details

Join Anthropic’s Customer Success team in a high-impact role driving AI adoption across the Industries segment. As an Enterprise Customer Success Manager, you will act as a strategic partner and trusted advisor to complex customers across Entertainment, Insurance, Manufacturing, and Retail, helping them use Claude capabilities, including the API, Claude for Enterprise, and Claude Code.

You will develop partnerships with customers, understand their business objectives, strategic direction, AI vision, and technical needs, and use business acumen and technical expertise to advise them throughout their journey with Anthropic. You will help customers select appropriate Claude capabilities, apply best practices, scale consumption and seat-based usage, optimize models and use cases, implement change management strategies, and maximize the value of their investment.

Responsibilities

• Build trusting, strategic relationships with key customer decision-makers and identify optimization and expansion opportunities.
• Become an expert in Anthropic products, including the API, Claude Code, and Claude for Enterprise, and guide customers on appropriate solutions, technical nuances, and best practices.
• Drive usage planning across current and future consumption and adoption, connecting usage to realized customer value.
• Monitor consumption-based API usage and seat-based Claude for Enterprise and Claude Code usage, identifying and addressing underutilization.
• Serve as a thought partner by communicating Anthropic’s product roadmap, increasing awareness of new products, and engaging Product Managers.
• Document and quantify customer value through business outcomes, ROI, and impact metrics.
• Identify new use cases and lines of business, partnering with customers and Sales to discover applications for Claude across departments, teams, and workflows.
• Develop and execute change management strategies, including Train the Trainer programs, Centers of Excellence, and organizational enablement.
• Own the customer experience across the lifecycle by managing account and success plans, conducting Quarterly Business Reviews, and serving as the primary customer conduit to Anthropic.
• Develop scalable engagement strategies and playbooks for the Industry portfolio.

Requirements

• 6+ years of experience in Customer Success, Technical Account Management, or Solutions Engineering.
• Experience working with enterprises in telecommunications, media, retail, industrial, or business services.
• Technical fluency with AI/ML concepts, API integrations, and software implementation patterns across developers, product managers, executives, and end users.
• Experience driving success across consumption-based and seat-based business models, including their expansion levers and success metrics.
• Strategic ability to identify growth opportunities and translate them into actionable expansion plans.
• Proven experience managing a portfolio of accounts, maintaining strong relationships, and driving measurable outcomes.
• Strong cross-functional collaboration skills and a proactive, customer-focused approach.
• Passion for AI and interest in the responsible development of advanced systems.
• Bachelor’s degree or an equivalent combination of education, training, and experience. The required field of study must be relevant to the role through coursework, training, or professional experience.

Benefits

Anthropic offers competitive compensation and benefits, optional equity donation matching, generous vacation and parental leave, flexible working hours, and office spaces for collaboration. Staff are currently expected to work from an Anthropic office at least 25% of the time, although some roles may require more office time.